CloudHesive Salesforce integration for Amazon Connect

Enhance your customer service and relationship management with CloudHesive seamless integration of Amazon Connect and Salesforce. This powerful integration combines the robust contact center capabilities of Amazon Connect with Salesforce’s comprehensive CRM features, providing a unified and efficient customer experience.

Key Features:

Unified Customer Profiles: Access and manage complete customer profiles from Salesforce within Amazon Connect, giving agents the context they need for each interaction. Voice and Data Integration: Integrate voice calls managed by Amazon Connect with customer data from Salesforce for a comprehensive view of customer interactions. Screen Pop: Automatically display customer information and interaction history on the agent’s screen during a call, enhancing personalized service. Automated Case Creation: Automatically create and update cases in Salesforce based on customer interactions, ensuring accurate and up-to-date records. Call Routing: Implement intelligent call routing based on customer data such as account status, region, and interaction history to ensure calls are directed to the most appropriate agent. Call Recordings and Notes: Access call recordings and agent notes within Salesforce for comprehensive record-keeping and quality assurance. Real-time Analytics and Reporting: Utilize real-time analytics and reporting tools to track key metrics such as call volume, customer satisfaction, and agent performance. Custom Workflows: Customize workflows to meet specific business needs, enhancing efficiency and responsiveness.